Questions about Joining Telecom

What would you like to know?

You're bound to have questions about our services if you're joining us for the first time. To help, we've put together answers to questions we're often asked by new customers.

Questions about joining Telecom within New Zealand

I've never held a Telecom account before. What do I need to do to get connected?
How long will it take to get my home phone connected?
Will you need to visit my house to connect my home phone?
How much does it cost to connect my home phone?
When I connect, can I organise a mobile phone and my Internet access at the same time?
Can I keep the same phone number if I am moving from another provider?

Questions about joining Telecom from overseas

How do I contact you if I'm overseas?
I'd like some more information before I arrive in New Zealand. How can I contact you?
Can I arrange my connection before I get to New Zealand?
I've never held a Telecom account before. What do I need to do to get connected?
How long will it take to get my home phone connected?
When I connect, can I organise a mobile phone and my Internet access at the same time?
Can I use the CDMA mobile I have now in NZ with Telecom?

I've never held a Telecom account before. What do I need to do to get connected?

Just give us a call on 123 or fill in our online application form. If you join over the phone, please allow around 20-30 minutes to complete the application process. To find out what information you'll need to join Telecom visit www.telecom.co.nz/join.

How long will it take to get my home phone connected?

We aim to provide connections within 24 hours, Monday to Friday (except public holidays), as long as there is a telephone in your home and a live Telecom telephone line connecting your home to our network.

Will you need to visit my house to connect my home phone?

We will only need to visit you if there is no live Telecom telephone line connecting your home to our network. In this case, we will contact you to discuss what needs to be done to provide you with a live line, how long that is likely to take and what our charges will be.

How much does it cost to connect my home phone?

The cost depends on the work required to make the connection. If there is an existing line into your home, a reconnection charge of $63.00 applies in most cases. If you require a new line, a new connection fee will apply. Call us on 123 to discuss what needs to be done and we can advise you of the applicable charges.

When I connect, can I organise a mobile phone and my Internet access at the same time?

Yes. We can arrange for all your home, mobile and Internet services to be set up with one phone call or by completing just one online form. Our home, mobile and Internet products and services are designed to work well together - to make your life easier - with the convenience of having just one communications supplier and one bill. Browse our website to see our range of mobile and Internet options or contact us by calling 123 and we'll be happy to help work out the best choice for you.

Can I keep the same phone number if I am moving from another provider?

Yes, you can in most instances by 'porting' your number to Telecom. Find out more about Number Portability here.

How do I contact you if I'm overseas?

You'll need a home address in New Zealand before you can join. Once you have confirmed your street address, you can either join online or call us on 123 (from within NZ) or 64-3-374-0253 (from outside of NZ).

I'd like some more information before I arrive in New Zealand. How can I contact you?

If you have a specific question about any of our products and services or the packages we offer, you can contact us by email and one of our Customer Service Representatives will be in touch. We also offer a dedicated call centre for new customers which is open from 7am - 9pm (New Zealand time), seven days a week. The telephone number you can call from your home country is +64-3-374-0253.

Can I arrange my connection before I get to New Zealand?

Yes, but you will need to have a residential address in New Zealand before you do.

If you already have a residential address, either call us on +64-3-374-0253 or to arrange your connection. Alternatively check out how to join up online.

I've never held a Telecom account before. What do I need to do to get connected?

Once you've arrived in New Zealand, just give us a call on 123 or fill in our online application form. If you join over the phone, please allow around 20-30 minutes to complete the application process. However you choose to join, we'll need to know the address you're requesting the service for. It will speed things up if you know the previous phone number and/or Telecom account holder of that address. As a new customer, we may also need some form of personal identification.

How long will it take to get my home phone connected?

When I connect, can I organise a mobile phone and my Internet access at the same time?

Yes. We can arrange for all your home, mobile and Internet services to be set up with one phone call or by completing just one online form. Simply complete this form and a Telecom representative will contact you to arrange the products and services that you require. Our home, mobile and Internet products and services are designed to work together - to make your life easier - with the convenience of having just one communications supplier and one bill. Browse our website to see our range of mobile and Internet options. We also have a dedicated call centre for new customers. Call 64-3-374-0253 between 7am and 9pm (New Zealand time) any day of the week and we'll be happy to help work out the best choice for you.

Can I use the CDMA mobile I have now in NZ with Telecom?

Unfortunately mobile phones purchased overseas are not able to connect to our network. They can roam, but outright connection through Telecom is not possible.